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Call Center Representative Job at City of Garland, TX

City of Garland, TX Garland, TX 75040

$15.91 - $19.25 an hour

Job Information

  • Date Posted
    2023-05-16
  • Location
    Garland, TX 75040
  • Job Title
    Call Center Representative
  • Gender
    Both
  • Offered Salary
    $15.91 - $19.25 an hour
Position Summary:
Responsible for interacting with utility customers or their agents, primarily in person but also by telephone, email as well as other communication measures, to resolve a variety of questions and concerns regarding electric, water, sewer and sanitation services.

Target Hiring Range: $15.91/hr - $19.25/hr
Essential Job Functions:
  • Resolve utility billing inquiries.
  • Connect, disconnect, and transfer services for utility customers.
  • Interact with customers on issues regarding late payment of bills for utility services.
  • Restore service terminated for non-payment.
  • Issue bill adjustment memos.
  • Explain various utility programs and services.
  • Issue Letters of Credit and Letters of Residency as needed.
Minimum Education & Work Experience :  High School Diploma or G.E.D  2 year related experience Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. Preferred Knowledge - Abilities & Skills:
Education/ Experience:
  • 2-4 years experience with extensive public contact in customer service capacity
Knowledge, Skills & Abilities:
  • Sufficient knowledge of Microsoft Office (Word, Outlook, Excel, Lotus)
  • Sufficient knowledge of filing methods and records management techniques
  • Sufficient knowledge of utility billing practices for electric and water service
  • Sufficient knowledge of utility rates, rules and regulations
  • Sufficient knowledge of city geography and road network
  • Skill in de-escalating stressful situations involving irate customers
  • Skill in preparing clear and concise reports and correspondence
  • Ability to listen and ascertain the needs of customers
  • Ability to deal courteously and diplomatically with the general public
Licenses & Certifications:  No Licenses/Certifications required Physical Tasks & Working Conditions: The incumbent works in a call center or walk-up customer service environment; occasional noise and other environmental conditions or hazards. Competencies: Models Organizational Values Customer Service Interpersonal Skills Communication Problem Solving Dependability Adaptability/ Flexibility Productivity Quality Technical Skills Work Environment Safety Teamwork Managing Conflict Negotiation Skills



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